Fintech Product Tech Support Analyst II

FIS; Wrocław; On-site; PLN 93,150 - 121,095; Full time

Benefits offered by this job

Impact in fintech

Learning opportunities

Inclusive environment

Community involvement

Competitive salary & benefits

Job summary

FIS is seeking a Technical and Product Support specialist to help global financial institutions using our platform. You will triage and resolve client queries, coordinate with engineering and product teams, and maintain SLAs to deliver a smooth client experience.

You will analyze logs, data feeds, APIs, and client configurations, take ownership of investigations, and collaborate across teams to resolve challenges and reduce disruption.

Qualifications

• Financial markets experience required.
• Experience supporting enterprise software in a client-facing environment.
• Strong technical capability to configure and deploy components for troubleshooting.
• Proven client management skills in complex, demanding organisations.
• Proactive, self-motivated mindset with strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.

Responsibilities

• Own the triage and timely resolution of client queries, ensuring SLAs are met.
• Build understanding of the product to support a wide range of client challenges.
• Triage and validate incoming tickets to ensure complete, investigation-ready data.
• Manage full ticket lifecycle in JIRA with accurate updates and clear communication.
• Assess issue impact and urgency to assign priority and escalate when needed.
• Investigate issues across logs, data feeds, APIs, and client configurations.
• Collaborate with engineering, product, and knowledge teams to support implementations and troubleshooting.
• Support software release processes and client onboarding activities.
• Build client relationships by understanding business challenges and platform value.
• Contribute to continuous improvement of support workflows and processes.

Skills

Financial markets

Client-facing support

Technical troubleshooting

Logs & data analysis

Problem solving

Communication (written & verbal)

Job description

FIS is seeking a Technical and Product Support specialist to help global financial institutions using our platform. You will triage and resolve client queries, coordinate with engineering and product teams, and maintain SLAs to deliver a smooth client experience.

You will analyze logs, data feeds, APIs, and client configurations, take ownership of investigations, and collaborate across teams to resolve challenges and reduce disruption.